Executive Human Resource

Job Descriptions

Payroll Management

• Manage the complete lifecycle of desktops, laptops, mobile and other end-user devices – provisioning, configuration, deployment, replacement, refresh and decommissioning – so that employees are equipped and productive within agreed onboarding timelines.
• Maintain endpoint standards, standard operating environments and software deployments across the Group to achieve a consistent, supportable computing environment.
• Coordinate endpoint patching, antivirus/EDR and security remediation with the Cybersecurity and Infrastructure teams so that corporate endpoints remain compliant with GDT security standards.
• Ensure EUC equipment is inventoried, tagged, tracked and recovered on offboarding, and that retired assets are securely disposed of in accordance with security and company policies.
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Payroll User Support

• Manage Level 1 and Level 2 user support so that all incidents and service requests are logged, categorised, prioritised, assigned and resolved within agreed service levels.
• Establish support channels, response and resolution targets and escalation paths that deliver a consistent, professional and service-oriented user experience.
• Monitor ticket ageing, backlog, reopened incidents and workload, and initiate corrective or improvement action so that service performance remains within target.
• Coordinate user-impacting incidents with the relevant technical teams and ensure affected users receive clear communication during service disruptions.

Application Support

• Provide Level 1 and Level 2 support for assigned business applications, acting as the primary coordination point for application incidents raised by business users.
• Investigate, diagnose and escalate application defects to internal application teams, developers or vendors, and track cases through to resolution with timely updates to users.
• Maintain application support procedures, runbooks, troubleshooting guides, escalation matrices and knowledge articles to reduce dependency on individual technical personnel.
• Support application upgrades, releases, testing and post-deployment production support from an operational support perspective.

Incident, Problem and Service Request Management

• Ensure incidents are recorded and prioritised according to business impact and urgency, and driven through to service restoration, with major incidents documented and post-incident reviews conducted.
• Analyse recurring incidents, coordinate root-cause analysis with the relevant technical teams and track corrective and preventive actions until permanent resolution.
• Establish efficient fulfilment of standard service requests – onboarding, transfers, offboarding, hardware, software and access requests – with the required approvals and controls observed.
• Identify automation and self-service opportunities that reduce manual support effort, repeat incidents and time to resolution.

IT Asset, Software and License Management

• Maintain an accurate inventory of end-user assets covering ownership, location, assignment, warranty and lifecycle status, and conduct periodic asset verification.
• Develop annual hardware replacement requirements and budget estimates, and coordinate procurement requirements with the relevant stakeholders.
• Monitor software licence allocation, utilisation and recovery, and ensure that only authorised software is installed on corporate endpoints.
• Support Finance, Internal Audit and compliance reviews relating to IT asset and licence records.

User Access and Identity Support

• Coordinate the creation, modification and removal of user access in support of onboarding, transfers and offboarding, ensuring the required approvals are obtained before access is provisioned.
• Support periodic user access reviews and maintain proper documentation of access-related incidents and requests.
• Escalate identity platform or infrastructure-related issues to the responsible technical team, working closely with Cybersecurity and application owners to maintain effective access controls.

Vendor and Outsourced Support Management

• Manage day-to-day operational matters with vendors providing EUC, service desk and application support services.
• Monitor vendor performance against contractual SLAs, escalate unresolved or aged support cases and conduct periodic service reviews.
• Verify services delivered against contractual commitments and support vendor evaluation, contract renewal and improvement activities.

Service Level Management and Reporting

• Establish measurable service levels for incidents, service requests and application support, and monitor achievement against them.
• Deliver monthly service performance reporting covering SLA achievement, response and resolution times, first-contact resolution, backlog and ageing, major and recurring incidents, user satisfaction, device and licence status and vendor performance.
• Present observations, root causes, improvement actions and emerging risks to GDT management for decision and action.

IT Controls, Governance and Audit Support

• Ensure EUC and application support activities comply with GDT policies, information security requirements and applicable regulatory expectations for a financial services environment.
• Maintain evidence, records and documented procedures for the processes owned by the role, and support internal audit, external audit and regulatory reviews.
• Track remediation of audit and review findings to closure, and escalate material technology risks to GDT management.

Stakeholder and Team Management

• Act as the key operational technology contact for business departments, communicating incidents and service issues clearly to non-technical users and managing expectations professionally.
• Allocate work, set individual objectives and monitor workload and support coverage for support personnel reporting to the position.
• Coach and develop team members in troubleshooting, problem-solving and service orientation, encourage knowledge sharing and build a proactive, accountable service culture.

Role Boundaries

• The position does not own data centre, cloud, server, storage, database, network, firewall, backup, disaster recovery or infrastructure monitoring and architecture; these reside with the designated Infrastructure / Technology Operations function.
• The position is expected to own the user or application issue until service is restored, while escalating the underlying infrastructure component to the team accountable for that technology.

Job Requirements

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems or a related discipline.
• Minimum 7 to 10 years of relevant IT experience in end user computing, IT service desk and business application support.
• At least 3 to 5 years in a team lead or managerial capacity, managing a support team and support vendors.
• Experience managing service desk operations and supporting enterprise business applications.
• ITIL Foundation, or an equivalent IT service management certification, is highly desirable.
• Windows desktop operating environments; Microsoft 365 productivity environment; endpoint and device management technologies.
• Active Directory and identity concepts; endpoint security concepts; patch management and software distribution.
• IT Service Management tools and processes – Incident, Request, Problem and Change Management; remote support technologies.
• Strong customer and service orientation, with ownership of issues rather than redirecting users between technical teams.
• Structured problem solving and root-cause analysis, and the ability to prioritise by business impact rather than technical severity.